We Want to Hear From You

Your feedback helps us improve, and if something hasn't gone the way it should, we want to know. You can share feedback, raise a concern, or make a complaint at any time - it will never affect the quality of support you receive.

We take all feedback seriously and aim to respond within 24 hours. You're welcome to bring a support person, family member, or advocate into this process at any stage.

What happens next

We'll acknowledge your submission within 1 business day. A senior team member will review it and if needed, contact you to understand more. We'll work with you on a resolution and let you know the outcome. If you're not satisfied with how it's handled, you can escalate at any time — see below.

You can also contact the NDIS Commission directly

If you'd prefer not to raise a concern with us directly, or you're not satisfied with our response, you can contact the NDIS Quality and Safeguards Commission at any time:

📞 1800 035 544 (free call)

🌐 ndiscommission.gov.au/complaints

You don't need to complain to us first - you can go straight to the Commission if that feels safer or more appropriate for you.

Your right to advocacy

You have the right to an independent advocate at any time - someone not connected to New Dawn Therapy who can support you to express your views, understand your options, or raise concerns.